Co-creating service experience practices

McColl‐Kennedy, Janet R.; Cheung, Lilliemay; Ferrier, Elizabeth

doi:10.1108/josm-08-2014-0204

Cited by 146 publications

(160 citation statements)

References 51 publications

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“…This acknowledgement is established by Kannan and Proença (2010), Pinho et al (2014), Ponsignon, Klaus and Maull(2015) and McColl-Kennedy, Cheung and Ferrier (2015). According to the authors, managers need to recognize the importance of working together with clients in co-creating experiences and that, in practice, it means understanding the Table 1.…”

Section: The Variability Introduced By Customer Participationmentioning

confidence: 98%

Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

Barreto¹,

Martins²

2018

BBR

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Section: The Variability Introduced By Customer Participationmentioning

confidence: 98%

Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

Barreto¹,

Martins²

2018

BBR

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“…Thus, the view of value and value co-creation should move further away from its rather restrictive focus on the provider-customer dyad towards a view that embraces value as created among actors over time (McColl-Kennedy, Cheung, and Ferrier 2015;Akaka, Vargo, and Schau 2015). In this thesis, value creation can be conceptualized not as being restricted to the provider or the customer, but as taking place in the form of practices that exist throughout a network on different levels and that cannot be understood accurately by isolating one actor.…”

Section: Extending Beyond the Service Provider-customer Dyadmentioning

confidence: 99%

Health Care Customer Creativity

Snyder¹

2016

Linköping Studies in Science and Technology. Dissertations

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Crafting and stimulating service innovation is considered a main research priority and remains a challenge for service providers. One suggested component of stimulating service innovation is customer creativity. Customers who adapt, modify and transform services or products to better suit themselves are increasingly being recognized as a source of competitive value and innovation. It has been proposed that understanding and supporting the customer's value creating practices is the key to creating and sustaining value over time in health care. Health services directly address a customer's well-being and have a significant impact on his or her quality of life. In these types of services, the service outcome is highly dependent on the activities of the individual customer. Health care services often require customers to participate extensively, over long periods of time, with limited support and control. Health services also stretch far beyond the particular service setting into the customer's daily life. While research, policy, and legislation have all emphasized the active role of health care customers, such customers have traditionally had few opportunities to design their health care services. Nevertheless, health care customers solve health-related problems and engage in self-care and medical decision-making on a day-to-day basis, although this creativity is often unknown to the service provider.To understand how health care customers can enable service innovation, this thesis seeks to conceptualize and investigate the concept of customer creativity in health care. The thesis focuses on customer creativity, not only as an outcome, but also as a dynamic and contextualized process that can be enhanced. The thesis combines insights from health care research with service and innovation research to provide build a framework for health care customer creativity. Building on five papers, the research develops an understanding for health care customer creativity. The individual papers are based on systematic literature reviews as well as empirical data in the form of customers' ideas for service innovation collected through diaries.The results of the thesis suggest that despite the negative nature of the service, health care customers are creative. Given the opportunity, health care customers can provide creative ideas and solutions on a multitude of aspects, both within and outside the health care setting. This provides the potential to view the health care experience through the customers' eyes and take part in their creativity in spheres where the service providers have not traditionally had any access. This thesis contributes to the literature by providing a framework for health care customer creativity that recognizes the concept as a complex interplay of factors operating at the individual, contextual, and situational levels. The proposed framework specifies the health care specific factors upon which customer creativity depends, with the intention of positing potential research directions and developing ...

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“…Diedrich and Guzman (2015) use diary data to study organizational practices relating to knowledge management though more of their analysis draws on standard interview techniques and other methods rather than on diary entries per se. Finally, in the context of marketing practices, McColl-Kennedy et al (2015) use diary data to explore the co-creation of service experiences. Diaries then can be particularly helpful since they can accommodate respondents from different communities of practice.…”

Section: Practice: Diariesmentioning

confidence: 99%

The Utility of Video Diaries for Organizational Research

Zundel

MacIntosh

Mackay

2016

Organizational Research Methods

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This paper assesses the utility of video diaries as a method for organization studies.While it is frequently suggested that video-based research methodologies have the capacity to capture new data bout the minutiae of complex organizational affairs, as well as offering new forms of dissemination to both academic and professional audiences, little is known about the specific benefits and drawbacks of video diaries.We compare video diaries with two established and 'adjacent' methods: traditional diary studies (written or audio) and other video methods. We evaluate each in relation to three key research areas: bodily expressions, identity, and practice studies.Our assessment of video diaries suggests that the approach is best used as a complement to other forms of research and is particularly suited to capturing plurivocal, asynchronous accounts of organizational phenomena. We use illustrations from an empirical research project to illustrate our claims video diaries before concluding with five points of advice for researchers wishing to employ this method.

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Co-creating service experience practices

Cited by 146 publications

References 51 publications

Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

Health Care Customer Creativity

The Utility of Video Diaries for Organizational Research

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